Important information
- Customer Complaint:Our customer experience record for FedEx Corporation includes complaints from all of its locations.
If you would like to ask for BBB's assistance in resolving a dispute, please include the tracking number or FedEx account number involved when submitting your complaint to avoid delays.
Complaints
This profile includes complaints for FedEx Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 12,413 total complaints in the last 3 years.
- 5,036 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:06/14/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered some items they were to be delivered by FedEx (tracking number ************) items came in several boxes some were delivered some were not I tried for hours to get ahold of FedEx but could only get robots I called the shipper they got ahold of them and found out that the driver took my package to the wrong address FedEx would not provide the address it went to and refused to go pick it up they said would get it when they were back in the area so my package is lost and I am out of money this is not the first issue I have had with FedEx I want my package delivered or a full refund
Business Response
Date: 06/19/2023
Dear *************************,
This is in response to your inquiry addressed to the Better Business Bureau.
We regret any problems you encountered while inquiring about the status of the shipments. After further research, our records indicate tracking number ************ was delivered on June 14, 2023 at 9:06 a.m. As we discussed, please continue to reach out to your shipper for further assistance regarding reimbursement or replacement, as financial arrangements are with the shipper.
Please accept our sincere apologies for any inconvenience you have encountered. We value the trust our customers place in us, and we look forward to serving you more satisfactorily in the future.
Respectfully,
FedEx
Initial Complaint
Date:06/14/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I shipped 3 packages internationally and they were all late. Tracking numbers ************ $417.99 ************ $922.54 ************ $943.28 I have called around 10 times to be credited on FedEx's money back guarantee. Since I have a discount I am being told that I signed a waiver so I am ineligible. I NEVER signed a waiver nor was I ever told about such a waiver. I was told many times i need an account manager to call me back. This has not happened after being notified of this at least 3 times.Customer Answer
Date: 06/18/2023
More tracking numbers
623189464051
623189464040
Business Response
Date: 07/24/2023
Dear ***********************
This is in response to your recent inquiry addressed to the Better Business Bureau.
A credit of $922.54 and $943.28 was processed on 7/21/23 to the billed credit card for FedEx tracking number numbers ************ and ************. A credit of ****** was processed on 7/24/2023 for tracking number 623189464029
For any additional information, please contact your credit card financial institution.
On behalf of FedEx, please accept our sincere apologies for any inconvenience you were caused.
Respectfully,
FedExInitial Complaint
Date:06/14/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
************ Good morning ,I have a few issues with this shipment First there are 2 packages missing in this shipment one is the tracking ending in **** and the other is ****. I am having difficulty getting the claim filled for the $100+ shipping cost Second the master package had a delivery attempt then was held but the recipient didn't pick it up. It then went out for 2 more delivery attempts however the recipient insists that they made no attempt. They also tried to pick it up at ************ like they were told but the package wasn't there.Customer Answer
Date: 06/16/2023
Claim Info
398329245521 Contents:1 Pair of shoes sz **** asics white with black stripe value 20 USD
398329247384 Contents 5 Pairs of shoes all size 9 asics 20 USD each total 100 USD
398329257937 Contents Empty Shoe Boxes value 0USD
Business Response
Date: 06/27/2023
Dear Valued Customer,
RE:398329245521
On behalf of FedEx, accept my apology for the experience. We received your request and please see the below instruction on how to file a claim. Once you have completed the process, please allow 7 to 10 business day for resolution.
File a FedEx Express or FedEx Ground Claim:
After arriving at www.fedex.com follow these steps below:
Claim click on the Support drop down menu then File a Claim
From here youll be able to click on:
File A Single Claim
File A Batch Claim (up to 200 claims at once)
Here youll find Steps 1 through 6 to guide you through the full batch claims filing process
Important Tips
Add To A Claim (to add supporting documents or an inspection report)
Drag and drop documents from your computer to your claim. Supporting documents can include:
- Photos of package and damaged contents (if applicable)
- Serial number(s) of damaged or lost merchandise
- Proof-of-value documentation, such as:
- Copy of original invoice from vendor/supplier
- Copy of retail invoice/receipt
- Final confirmation screen of an online order with proof of payment
- Itemized repair invoice or statement of non-repair
- Appraisal(s) - Expense statement
Inspection report can include:
- Attached digital images of your shipments packaging and/or contents
For shipments originating from outside the U.S. (except ******), or for 023 shipments, contact FedEx International Customer Service at **************. When the case is created with customer service, the customer can still attach their docs online.
Regards,FedEx
Customer Answer
Date: 06/27/2023
Complaint: 20185016
I am rejecting this response because:
This was done over a month ago with no updates given
Sincerely,
***********************Business Response
Date: 06/30/2023
Dear Valued Customer: On behalf of FedEx we apologize for any inconvenience, However our records do not show you as the shipper of record on this shipment. Our legal obligation is with that shipper. Please contact the shipper for any compensation you are requesting pertaining to this shipment.Customer Answer
Date: 06/30/2023
Complaint: 20185016
I am rejecting this response because:
I am the shipper, this shipment was billed to my fedex. This account is solely my account and I have complete control over it.
Sincerely,
***********************Customer Answer
Date: 07/05/2023
Attached is a copy of the invoice for the shipment having the issue which is something only the shipper which is I has access to.Customer Answer
Date: 07/05/2023
The shipping labels for the package in question which is not something the recipient can pull upCustomer Answer
Date: 07/07/2023
Complaint: 20185016The consumer is the shipper. See attachments. Please submit a response that addresses the issues of the complaint. -BBB
Sincerely,
***********************Business Response
Date: 07/11/2023
FedEx values your business. We received your claim request for the shipment referenced above, and we are issuing a check in the settlement of the claim. We have requested a credit of the transportation charges. We regret any inconvenience this issue has caused and hope to be given the opportunity to better serve your future shipping needs.Customer Answer
Date: 07/30/2023
The shipping cost was not reimbursed correctly. The shipping cost refunded doesn't cover the lost shipmentsCustomer Answer
Date: 08/04/2023
Complaint: 20185016
I am rejecting this response because: Date Sent: 7/30/2023 6:45:21 PM
The shipping cost was not reimbursed correctly. The shipping cost refunded doesn't cover the lost shipments
Sincerely,
***********************Customer Answer
Date: 08/07/2023
Fedex has returned one box, that they didn't deliver and didn't allow the recipient to pickup since they claimed everytime they couldn't find it. I woild like a refund of the return shipping that is to be charged due to the service failure on fedexs partBusiness Response
Date: 08/08/2023
Dear *********************,
This is in response to your inquiry addressed to the Better Business Bureau. Our apologies that we may not have answered to your satisfaction.
We are happy to reply with the most recent updates available regarding your international multipiece shipment. The appropriate level of management in ********* has been notified of the situation regarding prior concerns for non-delivery of three pieces out of twenty; tracking numbers, 398329245521,398329247384, and ************. Research was also made to the claim and billing departments as requested.
************ -A loss claim was processed in accordance with our tariff and maximum liability of $100 plus prorated transportation charges of $52.05 for piece 12 of 20. Transportation charges were refunded to the account of record and the claim check was sent via US Postal Mail on July 11, 2023.
398329247384-The shipment was verified delivered by *********. On June 22, the consignee verbally confirmed to our staff that this package was received. We apologize for the delayed tracking scans causing concerns.
398329245521-Our records indicate this shipment was made available for pickup in ********* on May 23- June 1 and additional efforts were made to deliver the shipment as well. Regrettably we were not able to connect with your consignee. After holding the shipment for another week, it was returned.
According to FedEx Express Terms and Conditions for Undeliverable shipments:
For shipments returned from international points to the U.S., return charges and fees will be assessed to the original shipper, along with the original charges and fees. Also included will be any other charges incurred by us, including, but not limited to, duties, taxes,ancillary clearance fees and storage fees, if applicable
Shipments that cannot be returned due to local regulatory constraints will either be placed in a general order warehouse or a customs-bonded warehouse or disposed of at our sole discretion and at any location.
As a one-time courtesy, we have reimbursed your account for the return fees of $140.12.Please allow **** business days for the transaction to post between financial institutions.
Please accept our sincere apologies for any inconvenience you have encountered. We value the trust our customers place in us, and we look forward to serving you more satisfactorily in the future.Respectfully,
FedEx
Customer Answer
Date: 08/15/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
***********************431 **********************, ** 78253Initial Complaint
Date:06/14/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I dropped a package at the Fed Ex office at *********************************************************, June 6. It was intended to be a Father's *** gift for my son-in-law in ********, **********--in fact, it is a painting that I did of him and my grandson as a surprise. When I dropped the package off and paid $15.84, I received a receipt that said the scheduled delivery date was June 8. Father's *** is June 18 so this should have been plenty of time for my package to arrive before that holiday. The tracking number is 399277797594.I have tracked the package numerous times since then. After arriving in **********, **********, the package sat for 6 days. Then today I tracked the package and found it is now in ************** with a scheduled delivery date of June 19.This is totally unacceptable. My package would have arrived at its destination using the **** or *** by now and my son-in-law would have his surprise for Father's ***. Instead it's taking almost 2 weeks (although who knows if it will arrive on June 19 and my son-in-law will have nothing from me on Father's ***). And I'm totally worried about the condition of the artwork given the time it's spent in transit.Please note that I tried to talk to a human being using the customer service phone number on the FedEx website, but that is an impossibility.Business Response
Date: 06/30/2023
Dear *************************:
Your report to the Better Business Bureau regarding tracking number 399277797594 was received. We regret any inconvenience you experienced as a result of this situation.
Our records indicate that your shipment was delivered on June 19th, 2023, and per our conversation you confirmed that the package was delivered in good condition. We understand your concerns regarding the delay in transporting the shipment, and deeply regret the difficulties you encountered while calling our toll-free number.
On behalf of FedEx, we extend our sincere apologies for the inconvenience you have encountered. Your business is very important to us, and we hope you will allow us other opportunities to serve you.
FedEx
Customer Answer
Date: 07/01/2023
Complaint: 20184608
I am rejecting this response because:At no time did FedEx make any effort to expedite the delivery of package once they realized that it had been "loaded on the wrong truck." How it went from the wrong truck in ********** to ************** to ******** to ***** and back to ********** was unexplained, Once it was back in **********, it took another 3 days to deliver. Instead of a 2-day delivery, this delivery took THIRTEEN days and missed it's intended delivery by Father's **** At no time did Fed Ex offer to refund my money for this botched delivery or offer any other kind of recompense other than their apology. As far as I'm concerned, saying "I'm sorry" just doesn't cut it when it comes to good customer service.
Sincerely,
*************************Business Response
Date: 07/26/2023
Dear *************************:
This is in response to your recent inquiry addressed to the Better Business Bureau.
As a goodwill gesture, a credit of $15.84 has been applied to the shipment.
On behalf of FedEx, please accept our sincere apologies for any inconvenience you were caused.
Respectfully,
FedEx
Business Response
Date: 08/05/2023
Date Sent: 7/26/2023 11:25:39 AMDear *************************:
This is in response to your recent inquiry addressed to the Better Business Bureau.
As a goodwill gesture, a credit of $15.84 has been applied to the shipment.
On behalf of FedEx, please accept our sincere apologies for any inconvenience you were caused.
Respectfully,
FedEx
Customer Answer
Date: 08/05/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
************************************************************, ** 97212Initial Complaint
Date:06/14/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Today, I spoke with an offshore agent, ******, who was extremely unhelpful. Fedex misdelivered by package and no one is trying to assist me in speaking with someone from *********** office. I was told by a supervisor at *********** office (******) to call be today (6/14/23) to speak with the drivers supervisor (NEF) so the drive can retrieve the package that was misdelivered. HELP! BECAUSE THE OFFSHORE CUSTOMER SERVICE IS NO HELP!399269044067 - Tracking numberBusiness Response
Date: 07/07/2023
Dear *******************:
This is in response to your inquiry addressed to the Better Business Bureau.
We understand your dissatisfaction with the handling of the shipment traveling on package tracking number ************.? Your concerns that delivery information was recorded for the shipment at your address, although it was not located, have been brought to the attention of management.? This will be addressed internally with the drivers serving your area.
Per our telephone conversation, the shipper has issued a full refund, and you are no longer needing assistance with this shipment.
Please accept our sincere apologies for any inconvenience you have encountered. We value the trust our customers place in us, and we look forward to serving you more satisfactorily in the future.
Respectfully,
FedExInitial Complaint
Date:06/14/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I cant get anyone to tell me what happened to my package which was a large one. I just either want them to find this box that have automotive panels in it. Tracking number is: ************Customer Answer
Date: 06/14/2023
************Customer Answer
Date: 06/21/2023
I think whoever was delivering it may have taken the package or stole it. The instructions did not indicate a signature was required but they didnt deliver because of that in the delivery history. I also started this inquiry that next day and no one called me or said anything till 4 days later. I only had an option to deal with people outside the us and it was obvious they didnt care and was just answering the phone with no chance to help.Business Response
Date: 06/27/2023
Dear ******************:
This is in response to your inquiry addressed to the Better Business Bureau.
We regret to learn of your report that the contents of your shipment were damaged. We ask that you contact the shipper for further assistance regarding reimbursement or replacement. The shipper can contact FedEx regarding a claim.
Please accept our sincere apologies for any inconvenience you have encountered. We value the trust our customers place in us,and we look forward to serving you more satisfactorily in the future.
Respectfully,
FedExCustomer Answer
Date: 06/27/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
*********************************************************************, ** 30215Initial Complaint
Date:06/13/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Transaction: May 30, 2023. Amount Paid to FedEx: $482.43. I expected a timely delivery of my package and that my items be in tact. I also expected a higher level and respect from customer service, which I didn't receive. Package originally set for May 6th delivery. FedEx send update saying it would be delivered early, on May 4th, which is great. The package ended up sitting for 2 days at a nearby facility and was labeled delayed with no reason behind it, super frustrating. Anywho, I filed a claim the day after receiving my package. Upon arrival the packaged had been clearly crushed/busted open along the edges/ripped even with a large red "FRAGILE" label on all sides, as advised by the FedEx rep. I packed my items very well and securely. I used custom dividers at the base of the box, bubble wrap, packing papers, and scotch protective wrap. I even went as far as attaching a steel hanging bar inside of the provided box cuttings to refrain from the package being smashed. The steel bar was at the bottom of the box when I opened it. I submitted as many supporting documents as the claims portal allowed me of the box damages, the supplies I used, and the receipts for the damages/broken items I had purchased! However, my claim was denied within days. I am furious at the manner in which FedEx handled this claim. I have not been contacted and I am not by any means satisfied with their solution. I decided to go to BBB since customer service is no help. They are rude and hang up calls or just transfer you back to the customer service line. It's an endless cycle of not getting the assistance you need. It's been a complete headache dealing with FedEx agents. Terrible service overall. FedEx is clearly about the money and not their customers as others have implied in earlier complaints and reviews. I don't plan to ship with FedEx again in the future and I would never recommend it others. Hopefully leaving my review here will allow for an actual remedy. Tracking #: ************Business Response
Date: 06/16/2023
Good afternoon Nydra,
Your claim has been escalated to the ******************** Office for review. I am showing that we do not have a claim form or any of the supporting documents that you mention uploading. Please provide me with a copy of everything that you submitted so that I can further review your claim.
Sincerely,
**************** | ******************** | FedEx.
Business Response
Date: 06/20/2023
Good morning,
Please provide photos of the damage to the item, the packing materials used, and photos of the box that it arrived in (from all sides). We will also need proof of value for the item such as a receipt for its purchase. Please provide these items so that we can further review your claim.
Thank you,
**************** | ******************** | FedEx
Customer Answer
Date: 06/26/2023
photosCustomer Answer
Date: 06/26/2023
photosCustomer Answer
Date: 06/26/2023
photosCustomer Answer
Date: 06/26/2023
all photos from fedex1-5 have been sent to ****** at *************************************************Customer Answer
Date: 06/26/2023
photosCustomer Answer
Date: 06/26/2023
additional photos - I have also sent these all to ****** via email as requestedCustomer Answer
Date: 07/11/2023
Complaint: 20182360
additional photos - I have also sent these all to ****** via email as requested
Sincerely,
****************************************Business Response
Date: 07/12/2023
Dear ****************************************,
This is in response to your inquiry addressed to the Better Business Bureau.
The *************************** team has been notified of your concernsand ****** is assigned to your case. Please contact her for additional
information regarding her decision.
Please accept our sincere apologies for any inconvenience you have encountered.
We value the trust our customers place in us, and we look forward to serving you
more satisfactorily in the future.
Respectfully,
FedExCustomer Answer
Date: 07/13/2023
Complaint: 20182360
I am rejecting this response because my issue has not been resolved. I have not been reimbursed for any of my losses or contacted in regards to making the issue right. Highly upset with fedex. Would not recommend using them.
Sincerely,
NHCCustomer Answer
Date: 07/13/2023
Complaint: 20182360
I am rejecting this response because my issue has not been resolved. I have not been reimbursed for any of my losses or contacted in regards to making the issue right. Highly upset with fedex. Would not recommend using them.
Sincerely,
****************************************Business Response
Date: 07/14/2023
Good afternoon,
As I explained in my recent email to you, FedEx is not liable for damages to live plants as outlined in our service guide under the Liabilities Not Assumed section.
Liabilities not assumed:
FedEx Ground will not be liable for, nor shall any adjustment, refund, or credit of any kind be given as a result of, any loss, damage, delay, misdelivery, nondelivery, misinformation, or failure to provide information caused by or resulting in whole or in part from:
24. Shipments of any plants and plant materials, ostrich or emu eggs, or live fish.
We are not liable for damages to live plants and all plants shipped through FedEx Ground are at the shippers risk. This is the final decision and the claim will not be honored.
Sincerely,
**************** | ******************** | FedEx
Customer Answer
Date: 07/17/2023
Complaint: 20182360
I am rejecting this response.
Sincerely,
****************************************Initial Complaint
Date:06/13/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 13 June 2023, a package from Amazon was supposedly delivered from FedEx. I went out to look for it; the box was nowhere to be found. This is not the first incident with this driver failing to deliver packages properly. I have previously filed a BBB complaint and spoke with someone from ******* named *******, and she seemed like she wanted to solve the problem, but the issue remains. I have talked to individuals from the **********, ** facility, and no progress. A gentleman named **** came to my house and asked where the packages should be placed and I showed him, but still, the same driver mishandled the deliveries. Now one of the packages has gone missing. I filed a complaint and reported the missing package; this is the second complaint in a week. How many complaints need to be filed until the problem is solved?Customer Answer
Date: 06/15/2023
The TRACKING ID is ************.Business Response
Date: 06/22/2023
Dear *******************************:
This is in response to your inquiry addressed to the Better Business Bureau.
Our records indicate the shipment on tracking number ************ was delivered at 3:27 p.m. on June 13, 2023. We are concerned to learn of your report that the shipment was not located. We regret that we are unable to provide additional information regarding the location of the shipment. We ask that you contact the shipper for further assistance regarding reimbursement or replacement. The shipper can contact FedEx regarding a claim. The appropriate management has been notified of the situation for an internal review with the drivers responsible for serving your area
Please accept our sincere apologies for any inconvenience you have encountered. We value the trust our customers place in us, and we look forward to serving you more satisfactorily in the future.
Respectfully,FedEx
Customer Answer
Date: 06/27/2023
Complaint: 20182340
I am rejecting this response because: this is an ongoing issue with the same driver and I have spokenb with several different respesentatives from FedEx with no result. I spoke specifically to a ************************* from the Winchester Facilicty and he was extrememly rude and stated that what I requested was unreasonable and that the boxes wouldn't fit where I wanted them, I staked the boxes on the table as I requested. So it is not unreasonable request to have my packages placed near my door on a table that no other driver has an issue doing.
Sincerely,
*******************************Initial Complaint
Date:06/13/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I shipped package with tracking #************ - weight around 4 lbs (invoice included). On 5/10/2023 a customer received this package and the weight was **** lbs (picture provided). So, basically on the way to the customer new IPhone which was inside of the package disappeared. Initially FedEx declined this case because I did not provide documents. After receiving email from them asking for documents I emailed all documents ASAP. I keep emailing FedEx for the status of the claim but no answer. FedEx CASE #C-107891982Business Response
Date: 06/16/2023
Good morning ******************,
Thank you for providing the documentation. Your claim is currently under review. Once the documentation has been reviewed, we will notify you of our decision.
Sincerely,
**************** | ******************** | Fedex
Customer Answer
Date: 06/16/2023
Hello. How long will this take?Customer Answer
Date: 06/23/2023
Complaint: 20181546
I am rejecting this response because: Hello. How long will this take?
Sincerely,
*********************************Business Response
Date: 07/03/2023
Good afternoon,
Your claim has been escalated to the ******************** Office for review. Our records show that we attempted to pick up the package on 06/29 so that we could perform an inspection and weight the package. The package however was not provided to the driver. Unless the package and all of its contents are provided to us for inspection, we will need to decline the claim for being unable to inspect the package. As noted in our service guide, we reserve the right to pick up and inspect any package for which a claim has been filed. Please contact customer service to reschedule the damage calltag pickup or else we will be unable to continue with a review of this claim.
Sincerely,
**************** | ******************** | FedEx
Customer Answer
Date: 07/03/2023
I filed this case almost 2 months ago, with all asked documents proving that the phone that was in the package was stolen during delivery. Why did you not ask me for the package back then? You did not respond to me even though I contacted FedEx several times. Then finally, when I filed a complaint with BBB - Better Business Bureau, someone finally responded. Now, you want the package, well I am out of the country till the end of October and will definitely not wait till then for this complaint to be resolved. My ticket is attached. I also attached a conversation between me and the person who bought from me this phone. She is also providing the name of a witness from FedEx location with proof of how much package weighed. Also, there is a picture of the package that has been returned to me with the weight. It clearly states that the package is empty. You are asking me now for the package which is NOT ACCEPTABLE. If you are not going to resolve this issue in my favor,I will file a consumer complaint with the ******* Attorney General's Office.
That is why I pay extra money for insurance to stay safe, just in case,but I guess FedEx just makes extra money from it and does it care about their customers.Customer Answer
Date: 07/03/2023
my ticketCustomer Answer
Date: 07/10/2023
Complaint: 20181546
I am rejecting this response because:Date Sent: 7/3/2023 6:24:20 PM
I filed this case almost 2 months ago, with all asked documents proving that the phone that was in the package was stolen during delivery. Why did you not ask me for the package back then? You did not respond to me even though I contacted FedEx several times. Then finally, when I filed a complaint with BBB - Better Business Bureau, someone finally responded. Now, you want the package, well I am out of the country till the end of October and will definitely not wait till then for this complaint to be resolved. My ticket is attached. I also attached a conversation between me and the person who bought from me this phone. She is also providing the name of a witness from FedEx location with proof of how much package weighed. Also, there is a picture of the package that has been returned to me with the weight. It clearly states that the package is empty. You are asking me now for the package which is NOT ACCEPTABLE. If you are not going to resolve this issue in my favor, I will file a consumer complaint with the ******* Attorney General's Office.
That is why I pay extra money for insurance to stay safe, just in case, but I guess FedEx just makes extra money from it and does it care about their customers.
Sincerely,
*********************************Initial Complaint
Date:06/13/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am not the kind of person who files complaints, however I am making an exception for the abysmal service I received with Fed Ex using the *************************** Global Express ****************** in partnership with Fed Ex International. On May 11, 2023, I had a small package sent overnight from ******* *** to ****** via GXG International. I paid $123.90 to the post office for this service. There was a money back guarantee if the package was not delivered the next day. Fed Ex tracking number was ************. The **** number was **********.Not only was the package not delivered until 3 weeks later on June 2, 2023, but absolutely NO ONE at Fed Ex could handle my shipping refund request. A request that must be filed within 30 days of the shipment, I might add. I tried to file the request earlier, but was told that the package had to be delivered to the address first. So as soon as the package was delivered, I began my calls. The **** agent told me that Fed Ex had to issue the refund as this was "their" program. I FINALLY got through to Fed Ex Billing after many false leads and was told that Fed Ex did owe me a refund, but she couldn't issue it until the invoice arrived. She told me to call back the following Monday or Tuesday as see if the invoice had arrived. I just placed another call to Fed Ex Billing (June 13 at 230pm EST) and spoke with someone who didn't know what I was talking about and said that **** had to issue the refund. So I am right back to where I started. You guys should be embarrassed. The bottom line is...if Fed Ex doesn't plan to honor their supposed policy of "Money Back Guarantee" then stop advertising it.Business Response
Date: 06/21/2023
Dear ******************************* :
This is in response to your inquiry addressed to the Better Business Bureau.
Our records indicate the shipment traveling on package tracking number 898339011875 was released by Customs and delivered on June 2, **** at 12:41 p.m. local time . We understand your concerns regarding the delay in transporting and processing clearance with Customs for this package, and deeply regret the difficulties you encountered while calling our toll-free number. Please understand that any shipment crossing an international border is subject to clearance by the local government and may incur delays.
Customer satisfaction remains our highest priority, and we take very seriously your comments regarding the service you received. Global Express Guaranteed is a shipping option offered by the U.S. ************** with international transportation and delivery by FedEx. A refund request for transportation charges is handled via the U.S. **************. A one time credit is being mailed to you and should be received in the next 4-6 weeks.
Please accept our sincere apologies for any inconvenience you have encountered. We value the trust our customers place in us, and we look forward to serving you more satisfactorily in the future.
Respectfully,
FedExCustomer Answer
Date: 07/06/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
*******************************************************************, ** 30656
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